CONSUMER AND RETAIL 300% 30+ CHALLENGE: Optimize Phone and Online Sales • Maintain strong presence for online and phone customers. • Find alternative to expensive, regional labor market. • Scale to digital sales demand, especially during holidays. • Restore focus on core retail operations. • Profit in a segment seen as a necessary, but costly. SOLUTION: Leveraged Virtual Customer Service • Reduced high labor costs for brick-and-mortar contact center. • Supplied sales agents conversant in client’s products. • Expanded agents to meet heavy, post-holiday call demand. • Leveraged effectiveness of retailer’s current call system. • Provided multilingual support to diverse demographics. RESULTS: Cut Costs and Increased Revenue • Integrated virtual team with in-house staff

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